COVID UPDATE: All brownies are dispatched every Thursday with an order deadline of Tuesday at midnight. Due to delays with Royal Mail, please allow extra time for your brownies deliveries. First Class Recorded parcels are currently taking up to 5 working Days to arrive and Courier parcels are taking up to 2 working days to arrive. I advice choosing courier at checkout if needed urgently.
BROWNIES - We ship our brownies across the United Kingdom and Internationally. Our international shipments are sent by priority courier and typically arrive within 3 working days. Our brownies have a 2 week shelf life at room temperature so there's ample time for your brownies to arrive fresh.
CAKES - Our cakes are delivered across London and further afield. For deliveries outside London, please email us at firstname.lastname@example.org for a shipping quote before placing an order on our website
CAKE DECORATING TOOLS - We offer worldwide delivery of our cake decorating supplies. If you are outside the UK and get a free delivery notification, we will email you to confirm the delivery cost within 24 hours of receiving your order if your order comes in on a working day.
BROWNIES - Our brownies are dispatched every Thursday for delivery between Friday and Saturday. Please note that due to covid, we can't guarantee delivery times as delivery companies are currently experiencing delays to their services. International orders typically arrive within 3 working days. If you want your brownies delivered on a specific date, please email us first at email@example.com to confirm availability before placing your order.
CAKES - Cakes are delivered on the date you provide when you place your order unless otherwise agreed. Please ensure that the correct date and time is provided before paying for your order.
CAKE DECORATING SUPPLIES - Cake decorating supplies are dispatched within 24 hours of receiving an order placed on a working day. Orders placed on a Sunday will be processed the following Monday.
Shipping cost varies depending on your order, your chosen delivery method and country. Full price will be displayed at checkout.
I entered the wrong shipping address at checkout, can you please send me a new item?
If you notice you entered the wrong shipping address at checkout, please email us at firstname.lastname@example.org or call us on 0203 105 5854 immediately to provide the correct shipping address. If we do not hear from you before dispatch, you will need to place a new order for delivery to the correct address. If you ordered non perishable items like cake decorating supplies, you can wait until it is returned to us and then pay a new shipping cost to have it delivered to the correct address.
You can select your preferred payment method at checkout.
We accept secure payments for both local & international customers via Credit Cards, Debit Cards & PayPal.
We also accept offline payments via direct bank deposits for orders received by invoice. This is usually for our bespoke cakes
PAYMENTS BY INSTALMENT
We ask for full payment upfront to confirm all orders. However, we understand that in some instances a payment plan may be required. Please email us at email@example.com if you require a payment plan.
Please note that your order will not be confirmed until full payment is received.
Our cakes are baked to order therefore we cannot accept returns unless there is something wrong with the cake. If something is wrong, it needs to be reported at time of delivery and not after. We cannot take responsibility for anything reported after. For all refunds the item must be returned in full – this is legal requirement we have to follow.
At the point of delivery please check you are satisfied with the product – if there are any problems at this point the driver can be made aware and can help with the problem.
HOW LONG DO I HAVE TO REPORT A PROBLEM WITH A CAKE OR BROWNIE?
As food is perishable, it needs to be reported at the point of delivery. Please do so upon receipt of the cake so we can help immediately to resolve any problems.
WHAT IS YOUR CAKE SUPPLIES RETURN POLICY?
If a product gets damaged or was faulty upon a delivery - we offer an exchange for the same product. If we no longer have the product in stock, we offer a full refund.
Timing: we have a 30-days Return & Exchange Policy, since the day item was received.
To be eligible for a return, goods must be unopened, unused, undamaged and accompanied by proof of purchase.
For returns, please email firstname.lastname@example.org with the subject 'Returns' and include your order number, name and the reason for the return.
We will provide the customer with instructions where to send returned goods. Customers are strongly recommended to get proof of postage when returning goods to avoid "lost packages" situations.
Please note that customers are responsible for shipping costs of returned items.
When the returned item is received and inspected, you will receive a confirmation email, notifying about the status of the refund.
If the refund is approved, then it will be processed and a credit will automatically be applied to customer's credit card or original payment method shortly after.
Simply add as many items as you wish to your shopping cart while browsing our store. Once you want to proceed with the order - do so by going to the cart and clicking "checkout". Follow the instructions by providing us with delivery information and select payment method the for goods - we will ship your package in line with our shipping policy.
If you have any questions whilst placing an order, please call us on 0203 105 5854.
I PLACED AN ORDER BUT DIDN’T RECEIVE THE CONFIRMATION EMAIL. DID YOU RECEIVE MY ORDER?
The first place to check is in your spam/junk folders. If you don’t see an email it is best to send an email to email@example.com telling us what and when you ordered and we will dig deeper for you.
WHERE IS MY ORDER NUMBER?
In the confirmation email you will be provided with your order number.
CAN I CANCEL MY ORDER AFTER IT HAS BEEN PLACED? WHAT IS YOUR CANCELLATION POLICY?
We require at least 4 weeks notice prior to the original order delivery date for cancellation. Cancellations prior to this date will receive a full refund minus a 10% cancellation fee of the total order value.
Cancellations after this date and before two weeks from the original order delivery date will be subject to a 50% cancellation fee of the total order value. Cancellations within two weeks of the delivery date will not be refunded.
If your order was placed within two weeks from delivery date then any cancellation will not be refunded.
CAN I CHANGE THE DELIVERY ADDRESS AFTER MY ORDER HAS BEEN PLACED?
Yes please head to the Cake Delivery section for more information.
CAN I CHANGE MY DELIVERY DATE?
Bringing the Delivery Date Forward - We require two weeks' notice to bring a delivery date forward, if the date is available.
Post-Poning the Delivery Date - We require two weeks' notice to post-pone the delivery date, if the date is available. Please note, the Cancellation Policy applies to the original delivery date chosen, therefore any orders post-poned are non-refundable.
CAN I HAVE MY CAKE DELIVERED TO MY HOME, WORK OR DIRECTLY TO A VENUE? WHAT TIME WILL IT ARRIVE?
You can choose to have your cake delivered to your home, work/office or any venue such as a restaurant or hotel provided they are willing to accept the delivery on your behalf within our delivery window of 09:00-17:00.
The delivery service is untimed, hence will arrive anytime between 09:00-17:00. Our driver, however, tries to deliver all cakes as soon as possible and will send an update of a better eta on the morning of the delivery so you are better aware of timings. Please make sure to provide a correct UK mobile number in the delivery contact details when placing your order (an obvious request maybe, but some do enter their numbers incorrectly and then worry they haven't heard from our driver!).
HOW ARE CAKES DELIVERED?
Our cake products are specially hand delivered by a driver whose sole job is to make sure your cake gets delivered to you safely anytime between 09:00-17:00. The delivery cost is dependent on a combination of factors such as distance, mileage and time.
WILL THE DRIVER CALL AHEAD OF DELIVERY TO LET ME KNOW WHEN TO EXPECT IT?
While driving they will not answer the phone as he/she is driving a very precious cargo of cake extremely carefully through traffic and will not risk being on the phone when driving or handling fragile items! If however at delivery there are any issues with finding the address, there is no answer at the address or if he/she has been specifically asked to call when at the address then he/she will call the UK delivery contact number provided with the order.
WHAT IF I HAVE MISSED THE DELIVERY OR THE RECIPIENT WASN’T IN?
Our delivery fee covers one delivery attempt only. Any missed delivery will incur an extra cost. If you require it to be re-delivered the same day having missed the first delivery attempt we may be able to re-deliver at a cost starting from £30. We are unable to accept liability or cancellation based on missed deliveries due to unavailability.
I NEED A CAKE ON SUNDAY AND MONDAY BUT YOU DON’T OFFER DELIVERY THEN. HOW CAN I GET A CAKE FOR THEN?
We do not offer delivery on Sunday or Monday. Our cakes keep well for up to 5 days. If you require a cake for an occasion on Sunday or Monday we recommend delivery on the Saturday. Please note that our cakes are highly perishable items by nature and will require careful storage. Storage information is included with your cake.
CAN I COLLECT THE CAKE? WHERE ARE YOU BASED?
COVID 19 Update - we have a limited contactless collection service in operation at the moment. You will receive an email when your cake is ready for collection with collection instructions.
Collection is available strictly by appointment only from Caius House, 2 Holman Road, London SW11 3RL.
Collections attempted after your appointment will incur a late pick up fee of £15 before your cake will be released.
UPDATING A DELIVERY ADDRESS?
We require three working days notice in writing for any changes to address. Please email us confirming address details. Please note they may be subject to extra costs based on post-code.
If given less than three working days notice in writing we may not be able to process it.
If the delivery address is incorrect and we have not been given notice three working days before delivery we may not be able to process the change and a greater re-delivery cost from £30 may apply.
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